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Shipping policy

Last Updated: September 1, 2026 At Takaokaya (operated by Takaoka Co., Ltd.), every item is handcrafted one by one by our Kyoto artisans after an order is placed. Because all of our products are made-to-order (bespoke), specific terms apply regarding manufacturing, shipping, customs, and returns.

1. Shipping Policy

Manufacturing Lead Time Unlike mass-produced items, Takaokaya products are made exclusively for you. Production is scheduled as soon as full payment is confirmed.

  • Standard Handcrafted Production: Approx. 14–21 business days

  • Water-Repellent Processing: Additional 7–10 business days

  • Embroidery Processing: Additional 7–10 business days

  • Hanakomon (Silk-Screen Printing) Processing: Additional 7–10 business days

Note: Lead times are based on Japanese business days (excluding Saturdays, Sundays, Japanese national holidays, and factory closures during Golden Week, summer, and winter holidays). Please note that additional production time may be required during peak seasons.

Shipping Methods and Estimated Transit Time Once the product is completed, our packing department performs a final inspection, and the item is generally shipped within 1–3 business days.

  • Primary Carriers: EMS (Japan Post), UPS, DHL (Sea freight is not available due to moisture risks affecting fabrics and filling materials.)

  • Estimated Transit Time: Approx. 3–14 business days after dispatch, depending on the carrier, destination country, and customs clearance speed.

  • Tracking: A shipping confirmation email containing a tracking number will be sent after dispatch.

Shipping Fees and Carrier Surcharges Shipping costs are calculated automatically at checkout based on the destination, product size, and packaged weight. You can review the exact shipping fee before completing payment. If a carrier mandates peak season surcharges or remote area delivery fees, we will notify you via email prior to shipment to collect the additional charge.

Customs, Taxes, and Import Fees

  • Deliveries within Japan: Japanese consumption tax applies to both the product price and shipping charges.

  • International Deliveries: Excluded from Japanese consumption tax. Prices and shipping fees calculated at checkout do not include import-related costs applicable in the destination country (such as duties, taxes, VAT/GST, or carrier fees). Customers bear full responsibility for paying all local duties and taxes levied by the destination country and for clearing customs. We cannot predict or estimate these fees, and all required payments are the recipient’s (customer's) responsibility.

Carrier Responsibility and Delivery Issues Once a parcel is handed over to the carrier, responsibility for delivery transfers to the carrier. We cannot be held liable for carrier delays, lost parcels, misdeliveries, or damage during transit. Customers should monitor tracking information and contact the carrier directly to resolve any delivery issues.

2. Return and Cancellation Policy

Final Sale Policy for Made-to-Order Items Because all Takaokaya products are handcrafted according to customer specifications, all sales are final. Cancellations, returns, exchanges, or refunds cannot be accepted for the following reasons:

  • Customer preference or personal taste.

  • Minor individual variations in size, thickness, or appearance inherent to handcrafted goods.

  • Ordering errors (e.g., incorrect selection of color, fabric, or size by the customer).

Cancellation Window Cancellation requests will only be reviewed and processed for a refund if submitted in writing (via email) within 24 to 48 hours of sending the order confirmation email. For approved cancellations, the refunded amount will exclude non-refundable third-party transaction fees (such as credit card processing fees and currency conversion fees). Full original purchase refunds are not possible. Cancellations cannot be accepted once fabric cutting or production has begun.

Incorrect Deliveries or Defective Items We pay strict attention to quality control. In the unlikely event that you receive an incorrect product or a product with a major manufacturing defect, please follow the steps below:

  • Contact Us: Email us at intl@takaoka-kyoto.jp within 3 days of delivery.

  • Provide Details: Include your order number, a detailed description of the issue, and clear photos showing the product, tags, and packaging materials.

  • Product Condition: Products must be unused, unwashed, and in their original packaging with all original tags attached.

Please do not return items without our prior written authorization. If we confirm a manufacturing defect or a shipping error on our part, we will arrange for a replacement or resolution at no extra charge to you.

3. Contact Information

For shipping quotes, order tracking, or custom order inquiries, please contact our International Customer Support Team.

Takaoka Co., Ltd. (Takaokaya)